Whether we want to acknowledge it or not, 'unconscious bias' exists within our customer service organizations. Find out how to address it.

In a call center, lateness and absenteeism can wreak havoc on schedules and customer wait times. Most agents don’t understand the impact the

This article explores the impact empathy has on customer service interactions. True empathy involves using our feelings to understand the f

We all know how important it is to check-in with our call center customers from time to time to see how we are doing … from their perspectiv